Director of Customer Success

Company Introduction

We are a global social investment and multi-asset trading platform dedicated to helping global investors replicate the strategies of successful traders and optimize their investment performance through our innovative CopyTrader copy trading feature and user-generated portfolios. Our business covers over 75 countries worldwide, with over 40 million registered users.

We offer trading in a variety of financial assets, including stocks, cryptocurrencies, ETFs, commodities, and forex, supporting CopyTrader copy trading, demo accounts, and asset-based interest generation.

We plan to establish a branch office in Los Angeles in March 2026. Currently in the pre-construction phase, we are actively recruiting top talent to prepare for the company's official launch in the US market.

Our work model is highly flexible, supporting remote work and providing an international, multicultural work environment.

We are focused on driving the development of the cryptocurrency options trading market through innovation and leadership, adhering to honest and prudent investment principles, and providing clients with reliable investment solutions and risk management strategies.

Job Overview:

The Director of Customer Success will be fully responsible for the development and execution of the company's customer success strategy, ensuring customer satisfaction, retention, and revenue growth. This position reports directly to the Chief Operating Officer (COO) or Chief Executive Officer (CEO) and is a key member of the company's senior management team.

The Director of Customer Success is not only a manager of customer relationships but also a core driver of business growth and customer experience optimization. This involves building an efficient customer success team and processes to maximize customer value and foster long-term partnerships.

Key Responsibilities:

Customer Strategy and Management

Develop the company's customer success strategy and customer lifecycle management plan to improve customer satisfaction, loyalty, and renewal rates.

Lead key customer relationship management and build long-term strategic partnerships.

Optimize product and service experiences through customer data and feedback analysis to maximize customer value.

Work closely with the sales, product, and operations teams to ensure customer needs are accurately communicated and implemented.

Team Building and Leadership

Build and manage a high-performing customer success team, including account managers, customer consultants, and support specialists.

1. Develop team KPIs and performance indicators to continuously optimize customer success processes and team efficiency.

2. Cultivate the team's strategic thinking, communication skills, and customer relationship management capabilities to enhance the overall team's professional level.

Customer Operations and Analysis

1. Analyze customer usage data, satisfaction surveys, and market trends to propose improvement plans.

2. Develop customer retention, renewal, and value-added strategies to drive revenue growth.

3. Regularly report customer success metrics and key business insights to senior management.

Business Support and Cross-Departmental Collaboration

1. Participate in product roadmaps, service design, and new feature releases to ensure customer needs are fully considered.

2. Provide the sales team with customer insights and success case studies to support business expansion.

3. Promote a customer-centric culture within the company, enhancing customer-oriented awareness and improving enterprise service levels.

Join us and you will receive:

Flexible remote work options

Freedom to choose your projects and areas of expertise

Competitive compensation package

Continuous and diverse project opportunities

Career development and growth support

International and multicultural team

Healthy work-life balance

Stock dividends and performance bonuses

Retirement account contributions

Medical and accident insurance

Job Requirements:

Bachelor's degree or above in Marketing, Business Administration, Customer Management, or a related field; MBA preferred.

15+ years of experience in customer success, customer experience, or related management, with at least 5 years of team management experience.

Excellent customer relationship management skills, with cross-departmental coordination and project management abilities.

Data-driven thinking, able to optimize customer strategies and business decisions through customer data analysis.

Excellent communication, negotiation, and problem-solving skills, capable of handling complex customer needs.

Extensive team building and leadership experience, able to motivate teams to achieve high performance goals.

Fluent in English; international customer management experience preferred.